Position: Service Desk Analyst - Onsite )

About the Role

Are you passionate about technology and helping people? We’re looking for a Service Desk Analyst to provide first-line technical support to our managed service customers.

If you thrive in a fast-paced environment and enjoy solving problems while delivering great customer service, we’d love to hear from you.

Working pattern: Monday – Friday, 07:00 - 17:30 (Onsite, Basingstoke)
What you’ll do:
• Provide first-line support via phone, email, and self-service channels.

• Take ownership of incidents and service requests from start to resolution.

• Troubleshoot issues across Windows, MS Office, Active Directory, and mobile devices.

• Escalate complex issues while keeping users updated.

• Log and manage tickets through ITSM tools and maintain accurate documentation.

What we’re looking for:
• Experience in a Service Desk or MSP environment.

• Strong customer service and communication skills.

• Knowledge of Windows 10+, Active Directory, and remote support tools.

• Ability to explain technical issues to non-technical users.

• ITIL Foundation (v3 or above) preferred.

You will bring the following behaviours:
• Customer Focus: Demonstrates a high level of commitment to providing excellent customer service, ensuring a positive experience for users, and adhering to service management principles.
• Communication.

Skills:

Proficient in communicating clearly and effectively.
• Problem-Solving and Decision-Making: Takes initiative in resolving incidents within their expertise, accurately triaging requests, and escalating issues when necessary while maintaining ownership until resolution.
• Accountability: Shows responsibility for user incidents and requests, ensuring follow-ups and updates are consistently provided, taking proactive steps to complete tasks.
• Teamwork: Works well with other analysts and customer resolver teams to elevate, communicate, and resolve user issues, fostering a cooperative environment.
• Attention to Detail: Accurately records and monitors incidents and requests.
• Empathy and Patience: Exhibits understanding and patience when dealing with user concerns, especially during complex or recurring issues.

If you enjoy solving problems, supporting users, and being part of a collaborative team, this could be the role for you.

Apply now and be part of a team that keeps businesses running smoothly.
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